Genesys WFM/Dialer Manager

Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.

Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.

Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.

Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.

Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.

Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.

Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.

Translate contact center data into actionable insights and strategic recommendations.

Ensure adherence to regulatory and compliance guidelines related to outbound calling.

Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.

Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.

Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.

Document contact center processes and changes to maintain operational transparency and continuity.

Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives.

Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.